Customer Retention Analytics Leader at Zayo

| Greater Denver Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

The Customer Retention Analytics Leader is the top authority for churn management data analytics and business intelligence across the organization. The position is the business owner for the predictive churn model and all future improvements. This leader will have a strong track record of combining advanced analytics skills & data storytelling with exceptional business and entrepreneurial acumen. An ownership mindset with a strong willingness to take on new challenges with enthusiasm. Strong ability to create, prove and execute new initiatives across departments within the company. The Customer Retention Analytics Leader reports to the Head of Churn Management.

Responsibilities:

  • A focus on turning data into insights and insights into action

  • Mindset: The candidate will have an entrepreneurial mindset being willing to be accountable for the business’s performance, you will have exceptional attention to detail, have an ability to handle multiple tasks and meet tight deadlines, have creative and innovative problem solving skills, be self-motivated and proactive, and demonstrate calmness during times of uncertainty and stress

  • Analytical Skills: A candidate for this position must demonstrate a deep interest in research and data analysis, drawing actionable insights from raw data and information to help further the business’s cause. The right person will be skilled in statistical modeling, performing quantitative analysis, and technological data mining and analysis techniques

  • People Skills: This role plays a very interactive role and to effectively execute their duties they must have a natural ability to get along with people and establish strong and meaningful relationships with others. This will guarantee collaborative personnel, departmental heads/management, and key stakeholders gain trust in the individual’s abilities and that junior data analyst personnel readily follow in their directives and trust in their judgments and insights

  • Communication skills are a must have and this is both in written and verbal form. Excellent communication in collaborating with departmental heads and management. Reports have to be clear, succinct, convincing, informative, engaging, unambiguous, and uniquely tailored to suit different audiences

  • Business Process & Data Quality: A passion for business process, a key understanding in how processes work across an entire organization, and a focus on aiding the company in driving solid business processes which in turn drives good data quality. One of the key owners of the data dictionary

  • Lead the buildout of analytical tools/dashboards in Salesforce and other business systems to successfully measure, interpret and make recommendations to improve customer retention

  • Analyze root cause of customer churn and create mitigating actions to drive success

  • Interact, consult and partner with cross-functional stakeholders to drive process change, operational improvements and innovation in support of our strategic objectives and operating plans that will positively impact growth, customer satisfaction, productivity and operational excellence

  • Advocate and drive adoption of “best practices” to ensure standardization across operational functions

  • Ability to explain complex analysis results in an easy-to-understand language

  • Detail oriented, self-motivated, proactive and results driven

  • Ability to analyze and interpret data

  • Ability to quickly identify business problems/opportunities

  • Ability to communicate with all levels of management and company personnel

  • Ability to manage multiple projects at one time

  • Ability to document, prepare and present data-driven presentations


Minimum Qualifications:

  • 5 – 15 years of experience in customer service or technical support in a technology-based environment

  • Proficiency using Salesforce/Tableau/Einstein for reporting and analytics

  • Data Storytelling: One of the most important skill sets for this role. The ability to take a large amount of information and distill it into the most important pieces that help guide varying stakeholders on a journey to engage with and understand what the data is indicating


Additional Preferred Qualifications:

  • Strong interpersonal and active listening skills

  • Expert data analysis skills

  • Strong problem solving and organizational savvy

Rewards:

  • Competitive compensation

  • Base Salary Range in CO: $92,000 - 135,000

  • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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